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Skills

  • Crisis management in live gaming settings
  • Event planning and collaboration
  • Risk management
  • Gaming commission regulations
  • Developing training guides for new games
  • Guest service
  • Fraud detection
  • Project organization
  • Dealer training
  • Cash float management

Work Experiences

  • Collaborated with framework regulators to ensure proper compliance with all legal requirements, maintaining a 48% record of compliance over two years.
  • Achieved a 79% increase in customer satisfaction.
  • Looked for industry trends on social media and through online sources.
  • Achieved zero security breaches over 3 months.
  • Acted as main liaison between VIP guests and the casino.
  • Answered 7 calls per 6 months to help customers with their questions and concerns.
  • Achieved a 15% increase in operational efficiency.
  • Acted as main liaison between VIP guests and the casino, addressing high-profile customer concerns to ensure a smooth casino experience.
  • Achieved a $248,000 reduction in missing chips.
  • Addressed dealer errors diplomatically.

Summaries

  • Dedicated to safety, fraud detection, and compliance, consistently achieving 8 consecutive years with no violations during regulatory inspections.
  • Adept at collaborating with surveillance and risk management teams.
  • Collaborated on surveillance efforts.
  • Customer-focused Table Games Manager.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Ambitious Pit Manager focused on improving operational excellence, having led initiatives that led to $8 in savings through more efficient gaming operations.
  • Offering a 9-year track record of adhering to rules and regulations in order to provide top-notch customer service while minimizing casino risk.
  • Decreased downtime by 7 hours per week.
  • Achieved 11 consecutive years with no violations.
  • Committed to building and leading high-performing teams, reflected in the 85% improvement in dealer performance after implementing key training programs.

Accomplishments

  • Optimized shift scheduling using staffing analytics to minimize idle time, reducing overtime costs by 70% while boosting productivity.
  • Reduced game downtime by 9 minutes per shift through proactive monitoring and quick resolution of electronic issues at gaming tables.
  • Collaborated with risk management and legal teams to implement robust compliance checks, contributing to ITIL acquisition ahead of schedule.
  • Collaborated with the marketing team to create high-impact promotional campaigns, resulting in a 27% increase in table game revenue over one year.
  • Successfully coordinated emergency response protocols during in-game disputes, achieving zero security incidents for 18 consecutive months.
  • Worked closely with casino leadership to ensure all dealer staff adhered to updated state gaming regulations, maintaining a 8% compliance rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented individualized performance evaluations for dealers, increasing team efficiency and customer satisfaction by 69%.
  • Fostered strong relationships with VIP players by creating and facilitating high-stakes gaming events, leading to a 47% increase in repeat visits.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified Gaming Supervisor (CGS) by procedure
  • Certified Table Games Consultant – category
  • Attendee, Gaming Leadership Academy – 2016
  • National Association of Social Workers
  • Affiliate, Responsible Gambling Council
  • Association for Computing Machinery
  • Chair, Casino Safety and Security Committee – Boston
  • Lions Club
  • Freemason
  • Toastmasters

Certifications

  • Pit Manager Leadership Program Certification
  • Casino Operations Training Program by Summit Group
  • Google Certified Professional Cloud Architect
  • Salesforce
  • Certified Gaming Auditor (CGA)
  • Basic Gaming Employee Certification (BGE)
  • Table Games Fraud Prevention and Detection Certification
  • Table Games Dealer Certification - procedure
  • CompTIA Security+
  • Certified Skills in Casino Auditing and Revenue Forecasting

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